Recommendation 24

As well as impacting the labour market, the adoption of new technology is likely to affect the way DWP delivers its services. As DWP moves more of its services online, it must ensure that people with low digital literacy, who may struggle to access its digital services, can continue to access face-to-face support and in-person services. It should ensure that services that help people access benefits, such as Help to Claim, have the resources they need, and that they receive additional funding if demand increases. DWP should develop a plan for how it will work more closely with third sector organisations that support claimants to ensure that they can continue to access DWP’s services.